London Loves Beauty is an independent personal shopping service for new and coveted beauty. Most products are bought to order: when you place an order, we buy the product on your behalf from a brand-authorised retailer and arrange delivery to you. Because we buy to order, processing usually takes around 5–7 working days before dispatch. We’re not affiliated with, authorised by or endorsed by the brands featured on our website, and brand names are used only to describe the products.

If there is a product or brand you are looking for that is not currently listed on our website, we would be happy to try to source it for you. Simply contact us at productavailability@londonlovesbeauty.com
Or via live chat, and we will do our best to assist.

If you have any questions about an order or our sourcing service, our team is always happy to help. Please contact us via email or live chat and include your order number and the email address used at checkout so we can assist you as quickly as possible.

We’re delighted to welcome you to London Loves Beauty.

Absolutely! We’re always excited to connect with content creators who share our love for beauty.

Even if we’re not actively seeking collaborations at the moment, we’d be happy to add you to our list and reach out if an opportunity arises.

To get in touch, please use the Contact Us form on our website or email us directly at collaborations@londonlovesbeauty.com

We’d love to hear from you!

If you wish to cancel or make changes to your order, please reach out to our Client Loyalty team as soon as possible at clientsupport@londonlovesbeauty.com
To help us assist you quickly, kindly include “Cancel Order” or “Amend Order” in the subject line, along with your order number.

As a personal shopping service, we buy each item once you’ve ordered it, so we can only amend an order within 24 hours of placing it. You can cancel at any time up to 14 days after delivery. If you contact us within 24 hours, we can usually stop the order before we buy the item. After that, if your order has already been sent, you can return it under our Returns Policy.

We’ll refund you within 14 days of receiving your return, or of you showing us proof you’ve sent it if that’s sooner. If you cancel before your order is sent, we’ll refund you within 14 days of you telling us. Your bank may take a few extra days to show it. As a rule refunds to credit or debit cards can take 3 – 5 working days once issued, this timeframe is out of our control and is at the bank’s discretion.

For other payment methods such as PayPal, we would advise you to contact them directly for this information.

Because we operate on a buy-to-order basis, delivery times can vary depending on the item.

Once your order has been sent, the delivery time depends on the delivery option you chose at checkout. We aim to process and dispatch all orders as quickly as possible, and we build in a standard processing time of 5–7 working days to account for sourcing and logistics.

Rest assured, we do everything we can to get your order to you promptly. If you’d like an update on your order status at any point, feel free to drop us a quick message via email or live chat. Just be sure to include your order number and the email address used at checkout so we can assist you promptly.

If you contact us within 24 hours of ordering, we can usually stop your order before we buy the item and refund you in full. After that, you can still cancel at any time up to 14 days after delivery. If your order has already been sent, you can return it under our Returns Policy.

Our client services team aim to reply to emails within 48 hours of arrival Monday to Friday between 10 am and 5 pm, this may be longer during busy periods so your patience will be appreciated.

Emails received on Friday afternoon would be answered the following Monday/Tuesday as our client service team does not work weekends.

Please note sending multiple emails will only lead to a delay in response times.

Our live chat service operates Monday to Friday, 11 am to 4.30 pm. 

Outside of these times, a message can be sent that will be replied to asap during the above times.

Our website is open 24/7 all year long! The only time we take a little break is over the Christmas and New Year weeks. The exact dates can change each year depending on how the holidays fall, so be sure to check our homepage during this time for the exact dates.

During this short holiday, any outstanding or new orders, emails, or live chat messages will be addressed as soon as we’re back. This is the only holiday we take all year, so outside of this period, we’re here and ready to help you anytime!

We’re an independent personal shopping service. When you place an order, we buy the products on your behalf from brand-authorised retailers. We’re not affiliated with or authorised by the brands featured on our site, and brand names are used only to describe the products. Every product we supply is genuine, new and unopened, and we keep proof of purchase for every item.

Yes. Every product we supply is genuine, brand new and unused. We buy them on your behalf from brand-authorised retailers.

You can shop with confidence: your order is covered by UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations, as well as the protection your payment method provides. We’re committed to building a business you can trust.

We’ve been honoured to serve many high-profile clients, such as major celebrities.

We have also provided products for Hollywood’s largest studios and franchises, such as the latest Jurassic Park and Batman productions and also Wicked and The Little Mermaid live-action version.

TV production-wise, we were very proud to provide beauty products for the Netflix show Afterlife. We are currently providing products for use in the latest season of the huge ITV drama Unforgotten.

We have also provided products for such publications as Vogue, The Sunday Times Magazine, and Grazia.

Yes of course please email requests@londonlovesbeauty.com and we shall try our best to make these available to order.

Look for us expanding greatly the products and brands available on this site over the coming months.

We’re an online-only business and do not have a physical store at this time.

Think of us as your personal beauty shopper bringing you amazing finds from trusted brands straight to your doorstep!

Most products on our website are bought to order, so we don’t hold them in stock. We act as your personal beauty shopper. This means we source products specifically for you once your order is placed. Please note that this can occasionally result in longer processing times. If a product you’ve ordered becomes unavailable, we’ll do our best to locate it. If we can’t, we’ll contact you with the option of a full refund or a suitable alternative.

If you have any questions about product availability, feel free to email us at productavailability@londonlovesbeauty.com — we’re always happy to help!

From time to time we do yes, but due to the current failings of Sterling due to the UK vote to leave the EU we are unable to offer such discounts at this time. Please keep an eye on the site as we will promote when we are able to resume these discounts.

When we issue discount coupons for either a % off your order or a flat £ amount off just enter the code given at checkout and your total payable will reflect this discount. Please note any ineligible items will not have any discount taken off them.

Once an order is placed, our system automatically sends confirmation and update emails to the email address provided at checkout. If you haven’t received any notifications, please first check your spam, junk, or promotions folders, as automated emails can sometimes be filtered there.

We also have email logging and tracking software in place, which allows us to confirm whether an email has been successfully delivered, opened, or interacted with. In many cases, our records show that emails have been delivered but may not appear in your inbox due to email provider filtering or mailbox settings.

If you still can’t locate our emails, please ensure your email address was entered correctly at checkout and add our sending address to your safe sender list. You’re always welcome to contact our support team, and we’ll be happy to manually resend any order updates or assist further.

If you have received a partial delivery of items ordered, please do not worry. The rest of your order will follow and be delivered shortly after. Orders with several items may be sent in more than one parcel.

When an order is marked as Unfulfilled, it simply means that it has been received and processed by our system but has not yet been shipped.

This status is most commonly shown when:

• We are buying the product on your behalf
• The item is on short-term backorder due to high demand
• Your order is being prepared, packed, or queued for dispatch
• Part of your order is still pending before shipment can be completed

An “Unfulfilled” status does not mean your order has been cancelled or forgotten. It indicates that we are doing our best to secure and fulfil your order as quickly as possible. We work to complete outstanding orders as quickly as possible.

Once your order moves to the next stage, you will receive an update confirming shipment and tracking details.

If you would like further updates, estimated timelines, or to discuss available options (such as substitutions, partial shipment, or cancellation where applicable), please contact our support team. We’re always happy to help and keep you informed every step of the way.

Due to security reasons, we are unable to change delivery addresses once orders have been placed. The only way would be to cancel the order if it is not processing or has shipped and then re-place the order with the alternate delivery address.

We’re an online-only business and do not have a physical store at this time.

Think of us as your personal beauty shopper bringing you amazing finds from trusted brands straight to your doorstep!

Our shipping rates and times are shown during checkout but can also be found here

There’s no charge to cancel. If you contact us within 24 hours of ordering, we can usually stop the order before we buy the item. After that, you can still cancel at any time up to 14 days after delivery. We’ll refund the item price and the standard delivery charge, and you pay the cost of sending the item back. See our Returns Policy.

Yes, import Tax (VAT) is paid on our website when you checkout and we then pay this to EU Tax authorities at a later date so you do not have to pay this at the time delivery is made to you.

Yes you can.

This issue often arises when there is a delay in processing the payment at the time you place your order. Your order status remains “pending payment” until the transaction is completed. Once your payment is confirmed, please email us with your details. We will then manually issue and send your receipt in PDF format if needed.

No. Import VAT is included in the amount you pay at checkout, so there are no extra charges on delivery, regardless of value.

Typically if a payment fails on our website for whatever reason your credit company could “reserve” the payment on your account. Usually within 3-5 business days this charge will “drop off” and the funds will be back on your account.

We have no control over this and we will not even see your order if it fails. 

For further information we advise to contact your card provider or bank.

Due to us being a very small company our processing time can be between 5 to 7 working days depending on a number of factors such as enhanced health and safety measures, busy periods or circumstances beyond our control.

We thank you in advance for your patience should this be the case.

We take Apple Pay, Google Pay, all major Credit & Debit cards inc Visa, Mastercard & Amex.

We also take payment via Paypal.

For delivery addresses within the UK & EU all prices include import VAT only.

If you live outside of the UK or the EU, then you could have to pay additional taxes upon delivery of your order. London Loves Beauty will not be liable for paying these additional charges, and we would advise consulting with your local Customs to check what these charges could be.

Changed your mind? You can cancel within 14 days of delivery and then have 14 more days to send items back. Just email clientsupport@londonlovesbeauty.com first and we’ll send you the returns address.

• Items sealed for hygiene reasons (for example cellophane-wrapped or seal-protected makeup and skincare) can’t be returned for a change of mind if the seal has been broken after delivery.
• Items without a hygiene seal can be returned. Please send them back unopened and unused. If an item has been used, we may reduce your refund, up to the full amount, depending on its condition, and we’ll show you photos.
• We refund within 14 days of receiving your return, or of you showing us proof you’ve sent it if that’s sooner.
• Faulty, damaged or wrong item? These rules don’t apply. Contact us and we’ll put it right. Your legal rights aren’t affected.

Full details are on our Returns page.

Yes, during the checkout process, you will be presented with the shipping services and prices available to your chosen delivery destination.

No, we do not offer a next-day delivery service.

No, your package is travelling the way it should as our courier uses Venlo, NL as the place of entry into Europe. From here your order will travel by truck to you so this does take extra time without further scans until it reach your country.

If a parcel comes back because the address given was wrong or incomplete, or it wasn’t collected from the depot, we’ll refund your order minus the actual costs we’re charged for the failed delivery and return. We’ll show you those costs. If you’d like it sent again instead, we’ll tell you the delivery cost first. If a delivery fails because of a courier or address error on our part, you’ll get a full refund.

All packages are transported to EU destinations via truck with the Netherlands being the country of entry into Europe. There will be no scans between Venlo (Netherlands) and your country as your order will be in a truck heading to your country. Please do not worry this is perfectly normal. The next scan will be a few days later when your order reaches your local sorting office prior to final delivery to you.

Once your order has been shipped, you will receive a tracking number. You can use this number to monitor the progress of your shipment here

Yes. You can cancel at any time up to 14 days after delivery. We usually can’t stop a parcel once it’s with the courier, so when it arrives, just contact us and return it under our Returns Policy. If your order is much later than the delivery time we gave you, contact us. We’ll trace it, and if it’s not going to arrive in a reasonable time, you can cancel for a full refund, including delivery, and we won’t charge you to send it back.